When salesperson is handling less than 9 persons, he or she are assigned automatically with an additional leads from the queue.
3 risposte
Hi Yaron,
Yes, you can do this using formula in your assignment rule, need to put a custom count field on the each sales rep which will get increatemented whenver a lead assigned to him/her. Check that field value in your assignment rule if it's greater than > then no assigment. Create another validation with sort order-2 if it's <9 then assign to them.
The another way is which is seems hot topic is round robbing assignment of leads, I think you should take a look for it using Omni-Channel.
Use Omni-Channel to create work items from Salesforce records and route them to the most qualified, available agents in your organization. That’s right: You can automatically route most Salesforce objects in a Salesforce Queue—including cases, leads, chats, and SOS video calls—to your agents.
With Omni-Channel, you can set the priority of work items to make sure that critical assignments get taken care of quickly. You can manage your agents’ capacity and availability for work to ensure that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. Best of all, agents no longer have to pick and choose work items manually from a queue, and managers no longer have to triage or dispatch work to agents. Work is served to the most qualified available agent in real time!
Please check the below release notes to get more information on this.
https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_omnichannel_announcement.htm
Hope this information is helpful to proceed further.
If this suggestion seems relevant then please mark it as "Best Answer" right under the comment. This will help others if they should have a similar issue in the future.Good luck!!
Thanks.
